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← Maersk Vietnam Ltd.

Senior Customer Experience Excellent

Maersk Vietnam Ltd. · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Other
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

  • Responsible:
  • Responsible for the acceptance and application of global standards in local CX teams, including change management
  • Open and constructive challenge of standardization practice that does not facilitate customer quality, increase efficiency and a digitization agenda
  • Support Area CX Leaders to define local KPIs and ensure performance management cycles/tools are in place and followed across CX teams
  • Coordinate and review all functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption of changes
  • Sustain continuous improvement deployment and maturity in the CX teams in coordination with GSC Supporting teams
  • Identity current process and/or CX Gaps and propose solutions to improve CX outcomes across assigned business area
  • Co-create or facilitate TIP with quantifiable savings in cost or effort; or improvement to ‘Customer-felt KPIs in Ocean or L&S Execution
  • Accountable for
  • Delivery of Projects/Initiatives impacting assigned business area
  • Local hand over of projects/changes to CX teams.
  • Support CX teams with performance management tools
  • Consulted about
  • Process changes affecting the specific area
  • Process improvement
  • Process implementation
  • Global initiatives
  • Critical competencies
  • Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.
  • Process improvement & Project Management skills
  • Excellent understanding of customer requirements and customer focus
  • Highly structured and analytical
  • Strong influencing skills
  • Result driven combined with the ability to achieve results through people
  • International experience, comfortable working in a matrix organization
  • Self-starter and effective change agent

Summary of facts from the official posting. View original ↗

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